Customer Service Representative
NOW Courier, Indianapolis, IN, United States
Customer Service Representative
Principal Function: The Customer Service Representative is responsible for providing customer service support, troubleshooting customer issues, utilizing service knowledge to drive recommendations, and escalates issues as necessary. Essential Duties and Responsibilities: Duties include, but are not limited to: Delivers the customer experience strategy across a range of touch points, channels, services, and solutions. Proposes changes to improve the customer and driver experience. Answers questions regarding accounts and services. Ensures compliance with customer Service Level Agreement (SLAs). Tracks repeated driver or customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience. Surveys customers/drivers to ensure their issues have been resolved in a satisfactory manner. Enters and tracks service orders and ensures account information and recorded data is accurate. Oversees assigned customer invoicing, including escalating issues as necessary for timely resolution. Interviews customers to obtain information and explain available services. Solicits interest of new or additional services; handoffs information to appropriate sales representative. Assists team members with monitoring route performance metrics and measurements. Supervisory Responsibilities: This job has no employee supervisory responsibilities.
Principal Function: The Customer Service Representative is responsible for providing customer service support, troubleshooting customer issues, utilizing service knowledge to drive recommendations, and escalates issues as necessary. Essential Duties and Responsibilities: Duties include, but are not limited to: Delivers the customer experience strategy across a range of touch points, channels, services, and solutions. Proposes changes to improve the customer and driver experience. Answers questions regarding accounts and services. Ensures compliance with customer Service Level Agreement (SLAs). Tracks repeated driver or customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience. Surveys customers/drivers to ensure their issues have been resolved in a satisfactory manner. Enters and tracks service orders and ensures account information and recorded data is accurate. Oversees assigned customer invoicing, including escalating issues as necessary for timely resolution. Interviews customers to obtain information and explain available services. Solicits interest of new or additional services; handoffs information to appropriate sales representative. Assists team members with monitoring route performance metrics and measurements. Supervisory Responsibilities: This job has no employee supervisory responsibilities.